A Comprehensive Guide to Evaluating AI Vendors

5 Tips to Select the Perfect AI Partner to Supercharge Customer Support

Avoid being among the 30% burned by AI vendors.*
* Stat from our CEO/CX Strategy Chat

Poll Results: Our community’s favorite tips

With the emergence of AI and ML technologies, teams are seeking new metrics to evaluate their support teams. However, there is a lot of confusion and mixing of concepts among potential buyers of this technology.

To help, we created a guide based on customer interviews and engagement with the Customer Experience community, which will assist in making informed decisions in choosing the perfect customer support partner, maximizing ROI, and revolutionizing AI for customer experience.

Tip 1: Why Trust is the Foundation of AI Vendor Selection

In an industry where overselling and jargon are common, trust is paramount. With 64% of CX professionals agreeing that trust is a critical factor in their evaluation process, it's essential to choose an AI vendor that demonstrates honesty, transparency, and integrity. Look for partners who are straightforward about their capabilities and limitations, and who provide clear, fact-based explanations of their technology.

Tip 2: Specialization is Key

AI is not a monolithic technology—it encompasses a wide range of applications, from Voice of the Customer (VOC) analytics to automated quality assurance (AutoQA) and agent insights. Selecting a vendor that specializes in one or two areas ensures you receive targeted, high-quality solutions tailored to your specific needs. When crafting your RFP, organize your questions around the specific insights and outcomes you require, avoiding the common pitfall of lumping all AI capabilities into a single category.

Tip 3: The Power of a Self-Service Pilot

One of the biggest risks in AI implementation is technology that doesn’t align with the nuances of your business. To mitigate this risk, demand a self-service pilot from potential vendors. This allows you to test the AI solution in your own environment, with your data, ensuring that it delivers the insights you need. According to industry surveys, 97% of CX leaders agree that a self-service pilot is critical to the evaluation process.

Tip 4: Differentiating Real-Time and Post-Conversation Analytics

Real-time and post-conversation analytics serve different purposes and require distinct solutions. Real-time analytics can assist in guiding interactions as they happen, while post-conversation analytics provide insights that inform future strategies. Attempting to address both with a single solution may compromise the effectiveness of each. Instead, select separate technologies tailored to the unique demands of real-time and post-conversation challenges.

Tip 5: Prioritizing Actionability Over Cutting-Edge Technology

The true value of AI in CX lies not in the technology itself, but in how it translates insights into actionable improvements. Prioritize vendors that focus on integrating AI insights into your team’s daily workflows, ensuring that these insights are used to drive tangible outcomes. Whether through enhanced agent performance, improved customer satisfaction, or more efficient processes, actionable insights should be at the core of your AI strategy.

Additional Tips for Vetting AI Vendors

Conclusion: Making Informed Decisions in AI Vendor Selection

Evaluating AI vendors for CX is a complex process, but by focusing on trust, specialization, pilot testing, and the actionability of insights, you can make informed decisions that maximize your investment. Remember, the goal is not just to adopt AI, but to select the right AI that will deliver measurable improvements in your customer support operations.